🛠 Tech Stack

💼 About This Role

You'll support Genesys Cloud CX administration and operational processes for Diligent's global contact centre. Your work will ensure systems are maintained and day-to-day operations run smoothly. This role offers hands-on experience with AI-powered support automation.

🎯 What You'll Do

• Administer Genesys Cloud CX configurations including queues, skills, and routing.
• Maintain IVR flows and telephony configurations.
• Prepare standard operational reports and dashboards for SLAs and metrics.
• Execute routine support operations tasks like user provisioning and schedule adjustments.

📋 Requirements

• 1+ year experience in a contact centre or systems support role.
• Exposure to Genesys Cloud CX or similar contact centre platform.
• Working knowledge of Excel or Google Sheets for data analysis.
• Basic understanding of contact centre metrics like SLAs and AHT.

✨ Nice to Have

• Exposure to Salesforce or similar CRM tools.
• Experience supporting reporting or operational processes.
• Familiarity with documenting processes or maintaining knowledge bases.

🎁 Benefits & Perks

• 🏖️ Flexible work environment
• 🌍 Global days of service
• 📅 Meeting free days
• 💼 Generous time off policy
• 🏥 Comprehensive health benefits

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min